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HyperQuality company provides quality monitoring services to customer care
centers.
HyperQuality provides the data and tools required to greatly
improve agent level quality and customer satisfaction. By implementing best
practice quality processes and using monitoring with high-frequency as a
driver, our services are able to:
Empower team leads and supervisors to
develop and improve their team members with reporting and analysis completed
for them.
Quickly close the learning curve and efficiency gap of seasonal
employees.
Calibrate to management’s standard across multiple centers
for an accurate and consistent snapshot of performance.
Provide ongoing
EvenBetter tips to every individual team member and track their improvement
progress.
Identify process improvement opportunities with supportive data
and a pool of industry examples of how to implement a change.
The
result? Customer and internal employee satisfaction is increased and revenues
and profits improve.
Understanding Customer Satisfaction by Agent is
Powerful. It begins with an EvenBetterSM attitude that every person, process,
and profits can become even better every day.
HyperQuality
Services
HyperMonitoring - Voice
We listen to and evaluate your
recorded calls and provide immediate feedback to each call center agent via our
web based tool.
* One monitored call for each agent every 8
hours.
* Daily feedback and ranking for every agent, team lead and
managers.
* Trend lines for additional training to be
EvenBetterSM.
* Data and analysis for team leads and managers.
* Profile ranking of your agents.
* Individual Agent
Scorecard.
* Storage of voice recordings and historical quality
results.
* Defined parameters that evaluate applicable skills: Core,
Soft, Selling, Technical, Cultural, etc.
* Transaction based
independent feedback.
HyperMonitoring - Email
We read and evaluate
your emails and provide immediate feedback to each call center agent via our
web based tool.
* One monitored email for each agent every 8
hours.
* Daily feedback and ranking for every agent, team lead and
managers.
* Trend lines for additional training to be
EvenBetterSM.
* Data and analysis for team leads and managers.
* Profile ranking of your agents.
* Individual Agent
Scorecard.
* Defined parameters that evaluate applicable skills: Core,
Soft, Selling, Technical, Cultural, etc.
* Transaction based
independent feedback.
Contact us:- HyperQuality LLC. 119 1st Avenue
South, Suite 110 Seattle, WA 98104.
Tel - (206) 283 - 7119 /
Sales@HyperQuality.com, Clients@HyperQuality.com
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